Category: Uncategorized

four part series on Surveys (back when I was deep into this) with interesting ideas that still apply.

ping me for updates, if you want to chat about this.

Surveys Done Right – Part 1 – Point-of-Service Surveys

I am going to break some very old rules of mine to write this post. Ever since I introduced the three-layer model for surveys while at Gartner (point-of-service, customer-satisfaction, planning) I have been getting requests for “sample questions”. I have maintained, and continue to do, that I cannot provide sample questions since all questions need to be created according to the situation, respondent base, strategy and vision for your feedback initiative, as well as the standards and rules you set for your surveys. Of course, they also have to be personalized to respondent and situation, and be written to match delivery and collection channel. This is as basic as it gets when writing surveys. My concern / problem is that when someone gets “sample questions” they become “THE questions” without further tinkering, and that is just wrong.

While my blog was being "reworked" (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. The first webinar was on the evolving role of customer service …

From the Inside AI newsletter (register here, if interested) MIT Technology Review analyzed the last 25 years of AI papers published in arXiv, one of the largest open-source databases for scientific papers. By downloading the abstracts and tracking words, the team surfaced three distinct trends: a shift toward machine learning in the late 1990s and …

finally got over the hacking on my old site (had to reset it once a week, it was more work than i had time for ---- and it impacted my blogging). moved my site, and in the process lost all my followers, all my subscribers, etc. it's ok, i don't mind... but -- if you …

OK, weird title - but stay with me, promise it gets better and it is a great point on data use. In the 1995 mini-series The Langoliers (here it is, in YouTube, in all it's three+ hours of wonderful made-for-TV acting) based on the Stephen King book Four Past Midnight, we follow a plane that …

I was trying to keep it quiet, but - darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar. Now, I have to share this findings document. Two caveats: Grammar, spelling, typos are not final - nor will they be ever be. it's a findings document, not a report. If you …

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won't be doing any more one-page summary of complicated topics, sorry. But, I appreciate that Kahuna (actually, good friend and newly …